Zoho Commerce Help
Zoho Commerce Help

Orders 

Managing Orders 

Click Orders on the home page to view orders from all sales channels.

The orders page has five columns: Order ID, Customer, Payment status, Shipping status, and Amount.

  • Order ID - Includes the serial number along with the date and time the order was placed.
  • Customer - Includes the customer's name along with their email.
  • Payment Status - Shows whether the order has been paid, refunded, partially paid, or partially refunded.
  • Shipping Status - Shows whether the order has been delivered or is pending.
  • Amount - Shows the order amount along with the currency you chose. 


Note:

On the Orders page, you can find other customization options, such as:

  • Show: Choose to list anywhere between 10 to 50 orders on one page.
  • Filter {}: Refine your orders based on shipping status.
  • Sort by {  }: Sort your orders based on order amount or the date on which the order was placed. 

Click any Order ID to visit the corresponding Order Details page.

Order Details 

Your order, payment, and shipping status are shown on this page, in addition to other details. Click on the corresponding tabs at the bottom to make changes. You can also print your packing slip and delivery note from here.


Confirming Orders 

To confirm an order,

  1. Go to Orders from the home page.
  2. Click on the order that you want to confirm.
  3. In the following Order Details page, click Confirm Order. 

Declining Orders

To decline an order,
  1. Go to Orders on the home page.
  2. Click on the order that you want to decline.
  3. In the following Order Details page, click Cancel Order
  4. Choose either Declined by Admin or Requested by Customer.  
  5. You will be prompted to change the order status to Declined. Click Change Status.
  6. Proceed to initiate a refund in case of an online payment. Choose if you want to refund whole or partially and click OK

Shipping


    To ship your order, you can either choose to ship manually or with a carrier that you have integrated

    Shipping Manually

    After you confirm your order, you can print your packing slip and change your shipping status from the Shipping tab.

    1. Click Mark as Shipped to change your shipping status from Pending to Shipped.
    2. Click Change Status in the confirmation pop-up. 
    3. Select a carrier from the drop-down menu. If your carrier is not listed, select Others
    Shipping via a Carrier

    To ship via a shipping carrier,

    1. Choose your preferred carrier.

    2. Enter your From and To addresses, and validate them.

    3. After validating your addresses, click Save and Continue.

    4. In the next page, select your parcel type, and enter your ship date and your package weight, along with the dry ice weight.

    5. Select your preferred delivery options and click Get Rate.

    6. Click Save and Continue after reviewing your prices.

    7. You can now download and print your shipping label. 

    Payment Details/Refunds

    Under the Payment tab, you can view payment details and initiate refunds.

    1. Click Initiate Refund to refund the order.
    2. Click Yes in the confirmation pop-up.
    3. Enter the refund amount, select full refund or partial refund. If it is a partial refund, enter the amount.
    4. Click OK 

    Notes: 

    • As soon as you enter the refund amount, the particulars will be listed under Refund Details.
    • Refunds can be initiated irrespective of shipping status.
    • When you initiate a refund from the Payment tab, you can refund the full order amount or a partial amount of the order.

    Cancellations/Returns

    Under this section, you can cancel items in an order and create returns. You can also view products that have been canceled or returned.


    To cancel an order or part of an order:

    1. Go to the Item Cancellation/Return tab.
    2. Click the Cancel Item button.
    3. Select the products you want to return and enter the quantity.
    4. Click OK
    5. Click the Gear button under Action and select Refund to refund the order. Alternatively, select Decline to undo the cancellation. 

    Notes:

    • Cancellations can't be done after the order has been shipped, i.e., after the order has been marked as shipped.
    • The products' stocks are updated after initiating the refund. 

     

    To create a return:

    1. Go to the Item Cancellation/Return tab.
    2. Click Return Item.
    3. Select the products you want to return and enter the quantity. 
    4. Click OK
    5. Click the Ellipsis button under Action and select Refund to refund the order. Alternatively, select Decline to undo the return. 

    Notes:

    • Returns can be created only after the order has been delivered, i.e., only after the order has been marked as delivered.
    • The products' stock doesn't get updated automatically. Take care to manually update the stock. 
     

    Offline Payments

    For your offline payment orders, click Mark as Paid under the Payment tab to complete the order.

    Editing Customer Details, Shipping Address, and Billing Address

    To the right of the Order Details page, you can find customer info and shipping and billing addresses. Click the Edit icon { } to make changes. 



    General Tips

    1. Click on the product's title under Order ID to go to the product's page.
    2. Use the Notes section at the bottom of the Order Details page to record any messages or details. 

    Orders—At a Glance

    Fulfilling Orders

    To fulfil an order,

    1. Confirm the order after it comes in.

    2. From the Shipping tab, mark the order as shipped after filling in the shipping details.

    3. From the same tab, mark the order as delivered once it's been delivered.

    Cancelling Orders

    To cancel an order,

    1. Click Cancel Order after it comes in.

    2. Follow the prompts to refund the order.

     

    To cancel part of an order,

    1. Click Cancel Items from the Item Cancellation/Returns tab and select the items you want to cancel.

    2. From the same tab, click Refund to complete the cancellation.

    3. Alternatively, click Decline to terminate the cancellation.

    Returning Part of an Order

    To return part of an order,

    1. Click Return Items from the Item Cancellation/Returns tab.

    2. From the same tab, click Refund to complete the return.

    3. Alternatively, click Decline to terminate the cancellation.